At a Glance
- Tasks: Redesign and optimise customer journeys in a modern contact centre environment.
- Company: Leading UK organisation transforming customer contact experience.
- Benefits: Competitive daily rate, remote-first work, and flexible hours.
- Other info: Collaborative role with opportunities to work on AI-driven projects.
- Why this job: Make a real impact on customer experiences using innovative design solutions.
- Qualifications: Experience in customer experience design and understanding of contact centre principles.
The predicted salary is between 55000 - 60000 £ per year.
We are supporting a leading UK organisation undergoing a significant transformation of its customer contact experience and are looking for an experienced IVR CX Designer to help redesign and optimise customer journeys across voice and conversational channels.
This role will focus on improving the customer experience within a modern contact centre environment, designing intuitive, efficient and effective IVR journeys that reduce customer effort while increasing containment and resolution rates.
The successful candidate will work closely with product owners, customer experience teams and contact centre stakeholders to analyse existing journeys, identify areas for improvement and design future-state customer interactions.
- Design and optimise end-to-end IVR customer journeys and call flows.
- Prompt design.
- Design authentication and verification journeys.
- Support the introduction of AI-driven routing and conversational experiences.
- Improved customer experience across voice channels.
- Ability to independently design complex logic flows and customer pathways.
- Strong understanding of customer experience principles within contact centre environments.
- Exposure to chat and conversational customer journeys.
- Experience designing AI-assisted routing or conversational experiences.
This role would suit someone who enjoys solving customer experience challenges, simplifying complex journeys and improving how customers interact with large-scale service organisations. It is a customer journey and service design role rather than a software engineering or architecture position.
Customer Experience Designer employer: PCR Recruitment Limited
Join a forward-thinking organisation that prioritises innovation and customer satisfaction in the telecommunications sector. As a Customer Experience Designer, you will thrive in a remote-first environment that values collaboration and creativity, with opportunities for professional growth and development. Enjoy the flexibility of working from home while contributing to transformative projects that enhance customer interactions and streamline service delivery.
